Loyal customer leaving Verizon Wireless

[Rachelleny]

I have been using Verizon since I got my first cell phone - not even sure what that was... Well over 10 years ago.  I stuck with Verizon as their customer service was outstanding!

In the past month I have called twice about my bill.  The first call they told me they would remove my overage charge as I had made a mistake with regard to dates. They said a supervisor would call me back if there was an issue.  No one ever called me back, and the charge wasn't removed.  So I called back, as I didn't want to pay until resolved.  I spoke with a representative who took off a much smaller amount & said that he would have a supervisor call me back to discuss the rest.  No one ever called.

Today I paid the bill - I may not agree with it, but I do have a choice - to look for a new provider.

Verizon - you lost a truly loyal customer.  And with more & more options these days, you will continue to lose more with the deterioration of your customer service.

Note - I would have reached out directly to Verizon, but since I tried that twice to no avail, and since they don't make it easy to submit issues via email or phone, I'm posting it here...

[#2]

Actually you are just one of many who state how the customer service has declined.

You need only dispute the money amount in writing to the address on your invoice. Send it certified return receipt requested and while they investigate you cannot be asked to pay the disputed amount, nor can they shut you off. You must pay tge amount in dispute. If they screw with you take them to small claims court or file a complaint here as well.

Http://www.bbb.org

Good Luck

[Rachelleny]

Thanks Elector -

Sound advice.

In truth, I don't have the time or patience to go through the process - it's not worth the amount in dispute. I'd rather show my displeasure by changing services & be done with it.  But making sure they know why I'm leaving first!

[crelin]

I'm a little curious, Elector.  You keep stating that you do not have the pay the amount while it's disputed but that is contrary to the actual customer agreement that reads...

How and When Can I Dispute Charges?

If you're a Postpay customer, you can dispute your bill within 180 days of receiving it, but unless otherwise provided by law or unless you're disputing charges because your wireless device was lost or stolen, you still have to pay all charges until the dispute is resolved. If you're a Prepaid customer, you can dispute a charge within 180 days of the date the disputed charge was incurred.

Is there a federal law or something I'm missing?

[#5]

Fair Debt Collection Practices Act (Federal) There are also state regulations that give like or better protections.

http://www.ftc.gov/os/statutes/fdcpa/fdcpact.shtm

[#6]

Verizons provisions do not supercede Federal or State Laws. But you have to send it in writing.

No one is ever required to pay for something they are disputing. Banks and credit card companies have these disputes all the time. Do you really think if you paid your bill first with bogus charges that Verizon or anyone would really refund you quickly?

No, they have your money so it puts you at their mercy. I rather would have them at my mercy. If they shut me off, or tried to collect after I send my dispute to them I get to sue them for more money than what they would say I owe.

They count on you not looking into the laws.

[crelin]

Yeah, I figured there might be a law along those lines but wasn't entirely sure which is why I asked.  Thank you for pointing that out to me.

[budone]

I read the law to govern Debt Collection Agencies, which Verizon is not

[#9]

You read right. However the process is also in state consumer laws. I would have to research it on McKinneys

the process is any disputes regarding overcharges, bogus charges and charges in dispute will be handled as a collection if verizon sends it to Financial Security it is in collections.

Over 34 years ago I disputed my invoice with Cellular One. it was not a large dispute but they kept billing me after my dispute of the amount, they did not say why it was owed or for what just a dollar amount. Eventually I get a in house collection letter stating to pay up or dispute it. The other option was call them up to discuss the situation.

Since my dispute was already sent I need not send it again, I called and this very nice lady and I went through the account and my dispute and she was aware of the certified letter and she said I was correct. Take invoice, subtract payments and credits and it actually was they owed me money. Funny the creditor always thinks they are right.

If you read the back of your credit card agreement it also tells you how to dispute your charges and your bank does the same thing. Verizon is not above the consumer laws.

Even though its for debt collection, the certified letter dispute holds up in small claims court and in arbitration hearings. However the difference is verizon states your invoice must be paid while its disputed. This is not enforceable since it conflicts with Federal and State Consumer Laws.